Senior Analyst – PDS Application Support
Role Overview:
We are seeking a Senior Application Support Analyst to join JLL Business Services (JBS) supporting the dynamic Project and Development Services (PDS) business. In this role, you will be responsible for ensuring the stability, availability, and optimal performance of business-critical applications by providing technical support and collaborating closely with cross-functional teams to resolve complex issues, drive continuous improvement and maintain a high level of service delivery.
Location: Manila
Role and Responsibilities:
- Leadership skills:
- Act as a subject matter expert for our business-critical applications, ensuring their stability, availability, and performance.
- Provide support and guide peers related to complex technical and process related questions
- Conduct training and mentor new hires or team members supporting PDS Applications.
- Technical Support & Troubleshooting:
- Provide timely and effective technical support, troubleshooting and issue resolution, ensuring minimal downtime and disruption to business operations.
- Diagnose and resolve complex application issues, escalating when necessary.
- Collaboration & Communication
- Collaborate with cross-functional teams, including developers, system administrators, and stakeholders, to identify and address application-related issues and contribute to performance improvement initiatives.
- Provide regular updates to stakeholders on the status of support requests and incidents.
- Data and Information Management:
- Execute detailed data entry and quality control processes, ensuring accurate and efficient capture and management of information.
- Performance Monitoring & Optimization:
- Monitor application performance, identify bottlenecks and escalate performance issues as necessary, to enhance application efficiency and user experience.
- Documentation & Knowledge Management:
- Maintain accurate and up-to-date documentation of application support processes, troubleshooting guides, and knowledge base articles.
- Contribute to the development and maintenance of a comprehensive knowledge base.
- Root Cause Analysis & Prevention:
- Assist in conducting root cause analysis to identify the underlying causes of application issues.
- Contribute to the implementation of preventive measures to minimize future incidents.
- Incident & Request Management
- Manage support requests, ensuring timely and effective resolution while meeting agreed upon service level agreements (SLAs).
- Testing & Quality Assurance:
- Participate in testing activities, including testing new features, bug fixes, and patches, before implementation in production environment.
- Compliance & Security:
- Adhere to company policies and procedures, including data security and compliance guidelines.
Ideal Candidate:
- Education: Bachelor's degree in computer science, Information Systems, or a related field. Relevant certifications are a plus.
- Values: Personal values that align with JLL's commitment to teamwork, ethics, and excellence
- Skills:
- Organized: Able to manage tasks efficiently and prioritize workload
- Detail-Oriented: Meticulous and attentive to accuracy
- Communication: Strong customer service orientation, with the ability to listen attentively, communicate effectively and empathetically with end-users and stakeholders.
- Analytical: Strong analytical and problem-solving skills, with the ability to analyze, think critically and propose solutions.
- Tech-Savvy: Passionate about technology and eager to learn new tools and techniques
Experience:
- Proven experience as an application support analyst or in a related technical support role.
- Solid understanding of application architecture, database systems, and effective troubleshooting methodologies.
- Practical experience utilizing log analysis, monitoring and diagnostic tools to identify and resolve application issues.
- Familiar with ITIL framework and experience working within IT service management processes.
